Product Manager - Chatbot & GenAI Platform (Contact Center)

About the role

• We are looking for a Product Manager to drive the development and evolution of our Chatbot and GenAI Platform for Contact Centers.

• This role focuses on building AI-powered customer experience solutions that help businesses automate interactions, improve service quality, and increase operational efficiency.

• You will work closely with engineering, AI, design, business, and customer-facing teams to translate customer needs and business objectives into scalable product solutions.

Key responsibilities

• Define the product vision, strategy, and roadmap for our Chatbot and GenAI Platform.

• Identify market opportunities, customer pain points, and emerging AI trends to guide product development.

• Gather and analyze customer requirements, business needs, and user feedback.

• Translate business problems into clear product requirements, user stories, and acceptance criteria.

• Prioritize features and initiatives based on customer value, business impact, and technical feasibility.

• Work closely with engineering, AI, and design teams to deliver product features from discovery through launch.

• Manage the product backlog, sprint priorities, and release planning.

• Make informed trade-offs between scope, timelines, technical complexity, and business value.

• Drive the development of chatbot, conversational AI, and GenAI capabilities for contact center use cases.

• Collaborate with technical teams on integrations, APIs, platform capabilities, and system scalability.

• Work with internal stakeholders and customers to align product direction and expectations.

• Define and monitor product KPIs, adoption, customer satisfaction, and business outcomes.

• Use data and customer feedback to identify improvement opportunities and continuously enhance the product.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related field.

• At least 4 years of experience in product management, product ownership, solution consulting, or a related role in software or technology.

• Experience managing software products or platforms from discovery through delivery and continuous improvement.

• Understanding of Agile methodologies, product roadmaps, backlog management, and prioritization.

• Familiarity with chatbots, conversational AI, GenAI, LLMs, or contact center technologies.

• Ability to translate complex business requirements into clear product specifications and actionable plans.

• Strong analytical, problem-solving, communication, and stakeholder management skills.

• Comfortable working with cross-functional teams in a fast-paced technology environment.

Preferred qualifications

• Experience with enterprise software, SaaS platforms, or customer experience solutions.

• Familiarity with contact center operations, CRM, CCaaS, or customer service automation.

• Experience working with engineering and AI teams to deliver AI-powered products.

• Understanding of APIs, system integrations, and software architecture concepts.

• Experience engaging directly with enterprise customers and supporting product demonstrations or solution discussions.

What's in it for you:

At Amity, we are dedicated to creating a dynamic and supportive work environment that prioritizes growth, learning, and inclusivity. As an equal opportunity employer, we welcome applicants from all backgrounds, embracing diversity in ethnicity, gender, disability, religion, belief, sexual orientation, and age. Join our Bangkok team to enjoy a wide range of benefits as we innovate and grow together.

Discover more about our team values, benefits, and career opportunities at Amity Solutions Bangkok on ourofficial website.